Customer Service Manager

Customer Service Manager – Above the Wing

Ground Services

LOCATION – Gander or Deer Lake, NL

ALLIED AVIATION provides a range of aviation services for the commercial aviation industry at some of the largest airports in the United States, Canada, South America and the Caribbean. In Canada, the Allied Aviation family includes Airconsol Aviation Services, ULC and Volare Hospitality, ULC. In addition, the Allied Affiliates owns and operates pipelines, tank farms, FBO's and other business activities such as ground handling, passenger services, aircraft de-icing and food/hospitality services.

ALLIED AVIATION has a requirement for a Customer Service Manager – Above the Wing. This position will be responsible for promoting a safe and positive work environment while managing a team of Customer Service Agents, Leads and Supervisors. Working with the Vice President, Site Managers as well as maintaining strong relationships with our airline partners and airport stakeholders. We are looking for an energetic and dynamic problem solver, progressive thinker, and someone who has the proven ability to lead and create a caring team member culture that delivers on its commitments to safety, exemplary service, and ongoing improvement.

Key Responsibilities & Duties:

• Ensuring the daily ATW operations for the company's activities in Gander NL, Deer Lake NL, Wabush NL and Sydney, NS locations are set up for success
• Manage and promote safety ensuring incidents and hazards are managed in accordance with the company and airline SMS programs
• Be certified as a trainer to deliver effective training as required
• Oversee training and compliance for both Allied and its airline partners
• Ensure training is delivered effectively and in a timely manner to ensure the ATW team have the skills and knowledge to perform their roles safely and efficiently
• Manage quality assurance through site audits and procedural reviews
• Manage relationships with airline partners and the airport stakeholders to ensure we meet and exceed program and contract requirements and to represent Allied Aviation's commitment to safety and customer service
• Recruiting, oversight and onboarding new team members at each location
• Promote best practices and ensure company policies and procedures are in place and being followed
• Review operational needs and Service Level Agreements while looking for opportunities to create efficiencies
• Foster an engaging, high-performing, work environment that consistently demonstrates a commitment to safety, exceptional operational performance, and teamwork
• Support, review and approve ATW payroll as required

The successful candidate should possess the following capabilities/experience:

• Minimum 3 years' customer service experience in aviation
• Minimum 2 years' experience in a leadership role, including training and oversight
• Demonstrated ability to effectively train and support team members to reach their full potential
• Strong organizational skills
• Excellent communication skills; verbal and written
• Must be able to hold a valid RAIC/ security clearance for airside access
• Proficiency in MS Office applications including Word, Excel, and PowerPoint
• Ability to support a 24/7 operation and provide the team with support as needed

Candidates can apply in confidence by forwarding their resume to Please indicate the position title "Customer Service Manager" in the subject line.

ALLIED AVIATION is an equal opportunity employer and appreciates all responses.

We ask that all communications with candidates is solely by email. Allied will respond by email and we will schedule an initial telephone interview for eligible candidates. All applications and communications will be confidential.

Job Types: Full-time, Permanent

Pay: $55,000.00-$65,000.00 per year

Benefits:

• Company pension
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Vision care

Work Location: In person